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Customer: Advanced Dermatology and Skin Cancer Associates




This is addressed to anyone that has the authority or expertise to resolve a long standing issue:



We are a small business in Germantown, Tennessee. We are a medical practice and our phone lines are the livelihood of our business. It is how our patient�s reach us and it is how our referring physicians reach her to make referrals. We have had so many issues the past 18 months that we have lost business and worse the respect of the medical community to be able to adequately take care of business. We have had multiple postings on social media from patients regarding issues with our phone systems. Our referrals for new patients as well as our patient satisfaction has declined greatly in the past 18 months due to the problems with our phones. I take this very personally as this has happened on my watch and I have not been able to get it resolved. I am a very professional business woman and I have been in the healthcare administration field for 30 years. I have worked for very small practice and I have worked for very large practices and I have NEVER had issues with any vendor that I have not been able to get resolved in a timely and pleasant manner. However, this is my first experience with Windstream. I have gone from being patient and tolerant to outraged. While, I realize being outraged is not appropriate, I feel this issue has left me with no other recourse. This is no longer just a negative reflection on your company and your support tam but also on me personally. I can assure you I do not take that lightly. Worst of all, this calls negative attention to our clinic and that is absolutely not acceptable and ridiculous.



In November we hired a call center to answer the calls automatically if the phones went down because this was happening daily. If the phone system went down, calls were routed to the call center. This was also utilized if our phone operators were on other calls. The calls were to be routed to the call center to catch for us. This service cost our clinic an additional 1000.00 per month. Unfortunately, the past 2 weeks these calls are not being routed properly and we are paying for their service that we cannot fully utilize.



I received an email yesterday from Windstream support Trouble Ticket#: INC000031522573 that we were maxing out our bandwidth and it was felt this was our issue. I do not agree this is the problem as it has happened on weekends also when there is minimal to no activity. Also when these issue started about 2 years ago, we upgraded and were assured that we would NEVER max out our usage with the volume and size of our clinic.

I do not expect miracles but I do expect a resolution. I cannot understand how this has been allowed to be a problem for so long.


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